Customer Engagement Lead
Roche
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See open jobs at Roche.See open jobs similar to "Customer Engagement Lead" Greatness.bio.Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.
The Position
Primary Purpose:
The Customer Engagement Lead is a role who acts as a coach for the cultural transformation in the new customer engagement model at Roche and is the catalyst who enables better outcomes by delivering value for patients within the Ecosystem. The Customer Engagement Lead is an enabler for the customer facing roles (Patient Journey Partners) according to the needs of patients/customers.
This role is a people leader within the ecosystem functions like a customer facing team - our Patient Journey Partners that create customer experience.
This role drives alignment towards our brand strategies and ensures the development of our goals to create Value for the ecosystem and the overall business strategy.
Duties and Responsibilities:
- Helps in the reinforcement of the new model by creating safe environments for the team.
- Acts as a team coach/mentor to develop the new mindset and required capabilities by facilitating team's self-management and autonomy.
- Support teams, Patient Journey Partners in their learning journey, provides support on both individual & team level for new ways of working
- Promotes a feedback culture within groups and team-collaboration between all customer-facing roles.
- Engages and fosters Patient Journey Partners connections with the Network across disease areas, other ecosystems and beyond borders to foster learnings and experience exchange.
- Acts as a change agent to accelerate ecosystem team and individual readiness for patient centricity and enhance Customer engagement where needed towards our purpose.
- Support Definition/implementation of customer engagement strategy
- The Customer Engagement Lead supports and challenges the teams in the achievement of their business outcomes and promotes the agile behaviors.
- Act as catalyst to deploy solutions that improves patient's journey and access to innovations
- Supports the team to have an expanded vision in order to ensure best resources allocation which creates most value for patients
- Participates in development of evaluation criteria for projects, programs and people for the company. Has in-depth knowledge of the company, business strategies, the portfolio and functional areas. Regularly interacts with executives both internal and external and/or major customers for the purpose of negotiation and collaboration.
- To act fully in compliance with Competition Law and Roche Code of Conduct in carrying out all duties; in this regard, it is of utmost importance to avoid prohibited practices.
Skills and Knowledge:
People leadership experience required (leading leaders preferred)
Energetic and inspired view on the work, ability to inspire fellow Ecosystem members
English, written and spoken, preferred
Passion for customers and patients
Ability to manage customer and external stakeholder expectations
Ability to travel (estimated up to 50% of total working time)
Strategic agility, managing uncertainty, business and financial competency required
Executive communication & presentation skills required
Ability to challenge status quo, drive innovative solutions and experiment
Strength in developing and implementing vision and strategy
Skilled at translating data sets (GEOS survey results) into actionable process improvement strategies
Experience in coaching others, translating mindset shifts into action, fostering experimentation
Experience in implementing strategy and change in an uncertain environment
Education and qualifications:
- BS degree in Bachelor sciences, Master's degree is a plus
- 5 - 10 years relevant commercial customer, patient experience is needed
Who we are
At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.
Roche is an Equal Opportunity Employer.
This job is no longer accepting applications
See open jobs at Roche.See open jobs similar to "Customer Engagement Lead" Greatness.bio.